QOVO Solutions, Inc. Location: Morgan Hill, California (In-Office / Hybrid) Travel Required: Occasional – local site visits and customer training (est. 10–20%) Employment Type: Full-Time

Position Summary

QOVO Solutions, Inc. is seeking an experienced and highly capable Senior Security Systems Technician – Technical Support & Training to join our growing team in Morgan Hill, California. This is a primarily in-office role designed to serve as the technical backbone for our field operations and customer success programs.

The ideal candidate brings deep hands-on experience in electronic security systems integration and network infrastructure, and is ready to apply that expertise from the office – supporting field technicians, delivering customer and staff training, managing remote troubleshooting, and driving quality and consistency across all QOVO deployments. You will be the go-to technical resource for our field teams while serving as a knowledgeable face to our clients.

Essential Duties and Responsibilities

Field Team Technical Support

Serve as the primary in-office technical resource for field technicians, providing real-time remote guidance via phone, Teams, or remote access tools
Assist field teams with configuration, programming, and commissioning of security systems from the office environment
Troubleshoot escalated system issues, network problems, and hardware failures remotely before dispatching additional resources
Review and QA field documentation, as-builts, and project closeout packages for accuracy and completeness
Prepare detailed pre-deployment configurations, device templates, and provisioning packages to streamline field installation

Customer & Staff Training

Develop, schedule, and deliver end-user training programs for customers on newly installed systems, primarily via video conferencing (Teams, Zoom) and occasional on-site sessions
Create and maintain training materials including user guides, how-to videos, quick reference cards, and system-specific documentation
Train new and existing field technicians on installation best practices, platform-specific workflows, and QOVO standards
Conduct onboarding technical orientation for incoming technicians, ensuring competency across core platforms before field deployment
Coordinate and track certifications and manufacturer training completions for the technical team

Remote System Management & Support

Monitor, manage, and support deployed systems using cloud management platforms (Verkada Command, Avigilon Cloud, Meraki Dashboard, UniFi, etc.)
Perform remote firmware updates, configuration changes, and health checks on customer systems
Handle Tier 2/Tier 3 support escalations for service calls that cannot be resolved by field technicians
Maintain and update system documentation, network diagrams, and configuration records in ConnectWise Manage

Pre-Project Technical Coordination

Review project scopes, drawings, and specifications prior to field deployment – flagging conflicts or design concerns
Prepare device programming templates, network configuration sheets, and installation packages for field teams
Coordinate with vendors, distributors, and manufacturers on product configuration, RMAs, and technical resources
Support estimating and proposal development with technical input on system design, labor assumptions, and scope validation

Electronic Security Systems Knowledge

Maintain deep working knowledge of:
IP video surveillance systems (Verkada, Avigilon, Axis, Milestone, or similar)
Electronic access control platforms (controller configuration, credential management, lock hardware integration)
Intrusion detection and alarm systems
Intercom and video intercom systems
Cloud-managed and on-premises physical security platforms

Networking & Infrastructure

Configure and troubleshoot IP networks supporting security systems, including:
VLANs, DHCP / static IP addressing, NAT / routing fundamentals
DNS, PoE switching, firewall rule coordination
VPN connectivity, wireless bridge connectivity, port forwarding
Diagnose network performance and connectivity issues impacting security systems
Support field teams with network configuration guidance and remote switch/router access

Documentation & Process

Maintain accurate internal knowledge base articles, installation standards, and technical SOPs
Document service activities, configuration changes, and support interactions in ConnectWise Manage
Support the development and continuous improvement of internal workflows and field standards

Required Qualifications

Minimum 5+ years of experience in electronic security systems integration or low-voltage systems
Strong hands-on background with IP networking, access control, surveillance, alarm systems, and structured cabling – now applied in a support and training capacity
Demonstrated ability to remotely diagnose complex system and network issues
Experience configuring managed switches and network infrastructure
Strong understanding of PoE systems and network-dependent security hardware
Ability to read and interpret technical drawings, wiring schematics, and floor plans
Excellent verbal and written communication – comfortable presenting to customers and leading virtual training sessions
Strong organizational skills and attention to detail – able to manage multiple support requests and projects simultaneously
Ability to pass background screening where required by customer contracts

Preferred Qualifications

Strong Working Knowledge of:

Verkada Command
Avigilon Cloud Suite (Alta, Alta Aware)
Meraki Dashboard
UniFi / UISP Cloud Management
LanScan / Nmap
Wireshark
Microsoft Entra ID / Azure AD
Apple Business Manager / Apple Configurator
Remote Management Software (TeamViewer or similar)

Working Knowledge of:

ConnectWise Manage or similar PSA/CRM platform
Microsoft Office 365 Suite (Teams, Outlook, Word, Excel)
Terminal Emulator (Mac or Linux-based)
Lead or CRM sourcing tools (ZoomInfo, Salesforce, etc.)

Physical Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

This role regularly requires the ability to:

Sit and work at a computer workstation for extended periods
Use standard office equipment including computers, monitors, phones, and headsets
Distinguish wire colors (for occasional hands-on lab or training scenarios)
Lift and carry up to 30 pounds (equipment, tools, demo hardware)
Travel locally to customer sites or training locations as needed (occasional)
When on-site: walk various terrain, work in server rooms or IDF closets, and adhere to applicable safety protocols

Skills and Abilities

Comfortable leading virtual and in-person training sessions with customers and internal staff
Ability to communicate complex technical topics clearly to non-technical audiences
Self-motivated with strong time management and ability to prioritize competing demands
Strong team orientation – ability to build trust with field teams and serve as a reliable resource
Analytical problem-solver with the ability to diagnose issues remotely with limited on-site visibility
High ethical standards, professionalism, and customer-first mindset
Ability to maintain focus and follow-through on long-cycle support and documentation tasks
Strategic thinker with the ability to identify process gaps and recommend improvements

Environmental Conditions

Office Environment (80–90%)

In-office work environment with computers, phones, and collaboration tools
Frequent use of video conferencing platforms for remote support and customer training delivery
Answering incoming support calls and providing outbound technical guidance to field teams and customers
Flexible schedule availability for occasional after-hours support escalations

Site Work and Off-Site Training (10–20%)

Occasional travel to customer sites for commissioning support, system acceptance, or on-site training
Visits to regional vendor facilities or manufacturer training events
When on-site: compliant with all applicable safety requirements including PPE in construction environments

Compensation & Benefits

Compensation Range: $80-140k DOE

QOVO Solutions offers a competitive compensation package including:

Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) plan with company match
Profit sharing program
Paid time off
Paid holidays
Ongoing training and certification opportunities
Company-provided tools/equipment (as applicable)

Work Schedule

Typical work schedule is Monday through Friday, based in our Morgan Hill, CA office. This role may occasionally require:

Early morning starts or evening availability for critical support escalations
Occasional weekend work
Local or regional travel for customer training or project support

Equal Employment Opportunity Statement

QOVO Solutions, Inc. is an equal opportunity employer and makes employment decisions without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status, reproductive health decision-making, or any other characteristic protected by applicable federal, California, or local law.

QOVO Solutions is committed to providing reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances.

At-Will Employment Notice

Employment with QOVO Solutions, Inc. is at-will. This means either the employee or the company may terminate employment at any time, with or without cause or advance notice, subject to applicable law.

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